Hendarto, Kurniawan (2025) PENGARUH CITRA RUMAH SAKIT DAN KUALITAS PELAYANAN TERHADAP KEPERCAYAAN PASIEN (PATIENT TRUST) DAN LOYALITAS PASIEN (Studi Pada RSUD dr. Tjitrowardojo Purworejo). Thesis thesis, Universitas BPD.
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Abstract
This study analyzes the influence of hospital image and service quality on patient trust and patient loyalty at RSUD dr. Tjitrowardojo Purworejo. A quantitative survey method was employed, involving 100 respondents selected through purposive sampling, comprising patients who had utilized the hospital's services at least twice in the last year, were a minimum of 17 years old, and willing to complete the questionnaire. Data were analyzed using the Partial Least Squares (PLS) method with SmartPLS version 4 software. The results indicate that both hospital image (β=0.305, p < 0.05) and service quality (β = 0.378, p < 0.05) directly and significantly influence patient loyalty. Furthermore, hospital image (β = 0.386, p < 0.05) and service quality (β = 0.505, p < 0.05) also positively and significantly affect patient trust, which in turn significantly impacts patient loyalty (β = 0.215, p < 0.05). Patient trust was found to mediate the influence of hospital image (β = 0.683, p < 0.05) and service quality (β = 0.609, p < 0.05) on patient loyalty. In conclusion, hospital image and service quality are crucial factors in building patient trust and loyalty. Therefore, hospital management is advised to continuously enhance these aspects through effective communication, staff training, optimized procedures, and updated facilities and technology.
| Item Type: | Thesis (Thesis) |
|---|---|
| Additional Information: | Penelitian ini menganalisis pengaruh citra rumah sakit dan kualitas layanan terhadap kepercayaan dan loyalitas pasien di RSUD dr. Tjitrowardojo Purworejo. Metode survei kuantitatif digunakan, melibatkan 100 responden yang dipilih melalui purposive sampling, terdiri dari pasien yang telah menggunakan layanan rumah sakit setidaknya dua kali dalam setahun terakhir, berusia minimal 17 tahun, dan bersedia mengisi kuesioner. Data dianalisis menggunakan metode Partial Least Squares (PLS) dengan perangkat lunak SmartPLS versi 4. Hasilnya menunjukkan bahwa citra rumah sakit (β = 0,305, p < 0,05) dan kualitas layanan (β = 0,378, p < 0,05) secara langsung dan signifikan memengaruhi loyalitas pasien. Selanjutnya, citra rumah sakit (β = 0,386, p < 0,05) dan kualitas layanan (β = 0,505, p < 0,05) juga secara positif dan signifikan memengaruhi kepercayaan pasien, yang pada gilirannya berdampak signifikan pada loyalitas pasien (β = 0,215, p < 0,05). Kepercayaan pasien terbukti memediasi pengaruh citra rumah sakit (β = 0,683, p < 0,05) dan kualitas layanan (β = 0,609, p < 0,05) terhadap loyalitas pasien. Kesimpulannya, citra rumah sakit dan kualitas layanan merupakan faktor krusial dalam membangun kepercayaan dan loyalitas pasien. Oleh karena itu, manajemen rumah sakit disarankan untuk terus meningkatkan aspek-aspek tersebut melalui komunikasi yang efektif, pelatihan staf, prosedur yang optimal, serta fasilitas dan teknologi yang mutakhir. |
| Uncontrolled Keywords: | Hospital Image, Service Quality, Patient Trust, Patient Loyalty. |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
| Depositing User: | Wisudawan S2 |
| Date Deposited: | 17 Oct 2025 06:22 |
| Last Modified: | 17 Oct 2025 06:22 |
| URI: | http://eprints.stiebankbpdjateng.ac.id/id/eprint/2834 |
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